Review Insights · Google Play
Direct Line
Direct Line Insurance Group Limited · 0 ratings · ★ 0.0
0.0
★★★★★
0 ratings
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Top complaints - extracted from 43 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"policy"
7 negative reviews mention this · 16% of all complaints
★★★★★ "they've recently changed the app and its not as good as before, it tells you nothing compared to before. I am supposed to get all my policies in paper format and that's not happening, and nowhere to change it, and they've missed policies of…" - Sue G
2
"work"
7 negative reviews mention this · 16% of all complaints
★★★★★ "they've recently changed the app and its not as good as before, it tells you nothing compared to before. I am supposed to get all my policies in paper format and that's not happening, and nowhere to change it, and they've missed policies of…" - Sue G
3
"email"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Well it used to work fine, now it's logged me out of both my devices and refuses to log back in because it "can't send a code to my email" the very same email the online website has no issues sending the code to. go figure.. fix it please!" - Alistair Smith
4
"doesn"
6 negative reviews mention this · 14% of all complaints
★★★★★ "I have just taken out a car insurance with direct line, I can log in on line but can't with the app, says doesn't recognise my email." - Stephen Wright
5
"useless"
5 negative reviews mention this · 12% of all complaints
★★★★★ "absolutely useless you need a human contact not a bot" - Terence Owens
6
"insurance"
5 negative reviews mention this · 12% of all complaints
★★★★★ "I have just taken out a car insurance with direct line, I can log in on line but can't with the app, says doesn't recognise my email." - Stephen Wright
📋 All 43 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
they've recently changed the app and its not as good as before, it tells you nothing compared to before. I am supposed to get all my policies in paper format and that's not happening, and nowhere to change it, and they've missed policies off my account and opitions I had before are not on the new policy, rubbish in my view. Shouldn't change things that work already, jobsworth! yes my phone has all the most up to date updates, has made any difference
abysmal service tried 3 separate agents. Mentioned special health needs and then the chat bot ended the call.
absolute rubbish
absolutely useless you need a human contact not a bot
I have just taken out a car insurance with direct line, I can log in on line but can't with the app, says doesn't recognise my email.
so complicated
Unreliable waste of time.Still not functioning in spite of multiple contacts with Customer Service. So poor I'm unlikely to renew.
Absolutely useless saying don't do van insurance + not recognising my policy
Only available for my other device - why?
Cant even speak to anyone. only found out it was an online policy after registering.
wont do anything. I want to see my documents
website is not fit for purpose
try to get into my account is really hard work. I'm getting fed up with it!!!!!!!
it is useless you tell Mr my new quote is there yet again no policies there or this year's quote
We had 3 x policies with Direct line and at the end of this month they will lose around 4K as I won't be renewing, no personal follow up (or not bothered about loosing business)and not competitive !!
desperately difficult to cancel auto renewal
Beware.....Unfortunately, for the second year in a row, the app does not work. I spoke with support and IT confirmed that this issue affects certain users, but currently there is no insight into a fix. Hopefully this will be addressed in the future, as it significantly impacts usability - it does not work!
unable to open
app doesn't work
can't find my way around the site most annoying tried a phone e call no help can't wait to change insurance but don't think that will be easy
absolutely awful company, I needed to change my policy start by 2 days and told that was not possible, had to get another quote which was £461 more expensive with no justification that made sense. DO NOT PURCHASE INSURANCE FROM THESE CLOWNS
Annoyingly doesn't keep you signed in. Everytime I go to use it I have to go through the email verification steps.
can't get app message says their setting up won't take a moment still waiting
terrible app. I logged in once it has since logged me out and wont log me back in saying email invalid yet I can log in on the company website
can not get into the app
Not obvious or easy to stop Auto Renew, expected as DL are like most and don't want you to stop it, so make it difficult.
very confusing. Just what is the object?
quite confusing trying to get a copy of insurance certificate. going to cancel policy. deadful support.
App does not work. Although I have a registered account that works via my Internet browser the app does not send any verification code via email.
rubbish
it couldn't link to my policy. it also had some functionality issues when trying to add my DOB
Can't sign in. App doesn't seem to recognise my email. Tried uninstalling deleting cache ect. Very disappointing as I've only just taken out a policy.
Useless. Can't sign in
Horrific - there doesn't seem to be any humans employed by Direct line.
Anything Direct Line is Abysmal, their Customer Service and trying to contact them by phone text or E mail all not fit for purpose.? Why is this the case in 2025!
Well it used to work fine, now it's logged me out of both my devices and refuses to log back in because it "can't send a code to my email" the very same email the online website has no issues sending the code to. go figure.. fix it please!
stop logging out!! won't even check the renewal price because I cba to have to login and do the into 100 times
renewal quotes can always be lowered so must try and not take advantage of loyal customers
Cannot get on app
more restrictive than they used to be.
Useless app. I cannot delete old policies. You can't change information for renewals. eg if things have changed like I had access to 3 vehicles you have to ring up to change it. I retired yet my renewal showed I was self employed. The app needs revamping. I had an accident I couldn't enter it in the app. I rang the claim in and it still didn't show in the app.
you are so much behind the market, why???
app doesn't work!!!
Sentiment summary
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Positive (4-5★)
100%
Neutral (3★)
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Negative (1-2★)